Beyond Philosophy
JULY 3, 2017
For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Many organizations are scratching their heads wondering, “What now? However, they would be better off asking, “What’s next?”.
Steve DiGioia
JULY 3, 2017
or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia. Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “ Turn Upside Down How PAIN is Perceived in Innovating CX and Brand Management”. I am glad to say that I haven’t really had many bad customer service experiences, just some that fell short of expectations or I was disappointed in.
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Peter Lavers
JULY 3, 2017
The UK Customer Experience Awards asked the advice of Peter Lavers and four other experts regarding what’s being done wrong and right in the field of Customer Experience. Read what they said here . The post 5 Leading CX Influencers Sharing their Secrets appeared first on Think CX.
Win the Customer
JULY 3, 2017
Even though it doesn’t it may seem like every day, a new mass crime takes place in a public area. The frequency and severity of these events has made many people feel scared about routine activities, such as going shopping. As the manager of a store, you can use these four tips to create a safe shopping experience for your customers. Install Video Monitoring and Metal Detection Systems.
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CSM Magazine
JULY 3, 2017
New research shows that customers are just as likely to share a positive experience as a negative one. Read on to learn more. Customer service professionals could be forgiven for thinking that their efforts to ensure top-quality assistance go largely unnoticed; we have a tendency to assume bad experiences have a more lasting impact on customers, and that a good customer experience is quickly forgotten.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
JULY 3, 2017
‘Canity’ helping overcome bad customer service. A phone call from entrepreneur and customer service guru Kym Illman to his airline carrier recently ended in him providing the unwitting call centre staff member with some on-the-spot training in phone skills. Messages On Hold and Canity Head, Kym Illman. As founder and head of voice branding company Messages On Hold , it’s something the Adelaide-born former disc jockey is well qualified to provide advice on.
ijgolding
JULY 3, 2017
Without repeat business , your company will cease to exist. One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. When a customer asks a question, sales associates are presented with an opportunity to build a relationship with someone who is fully engaged in the purchasing process.
CSM Magazine
JULY 3, 2017
If you are greeted by name next time you enter your favorite store, don’t worry, it is not a prank, you might be witnessing AI at work. The efforts companies make to customize the experience are triggered by the need to secure existing clients and attract new ones by positive word of mouth. Brand loyalty is hard earned and easily shattered by just ignoring a tweet.
REVE Systems
JULY 3, 2017
A recent popular research result shows that an estimated 688 businesses are in the VoIP industry and Global VoIP industry growth is predicted CAGR of 9.1 % from 2016-2021! With the blessings of Voice over Internet Protocol (VoIP) technology most of the business are going through revolutionary changes in the practices of communication. A long time ago it was the magic era of Telephone or Fax used as a communication method in any formal area.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
VocalCom
JULY 3, 2017
Call center agents are at the core of every brand’s customer experience. As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible. Here are seven tips for training call center agents effectively.
CSM Magazine
JULY 3, 2017
Lately it feels like a precarious time to be a customer service employee. Thanks to the millennial influence, customers are turning to digital self-service tools more than ever, and Artificial Intelligence is developing to the point where chatbots and chatting humans are becoming interchangeable (sad face emoji). If there’s a pushback on automated customer service solutions from customer service agents, it’s a pretty understandable shove.
CSM Magazine
JULY 3, 2017
Cindy Solomon invites you to check out these five secrets to creating a mind-blowing service culture. Secret 1: Know who your real competition is. Surprise! It’s actually not the guy down the street doing the same thing as you are. Sorry, it’s worse: It’s every other company that’s offering rock star customer service. For me, one of those “gold standard” companies is Amazon.
CSM Magazine
JULY 3, 2017
What exactly is respect and how does it differ from courtesy? Find out in this article by Dr Laura Olcelli and Robert Ace. Friday, 4 p.m. We are in our usual training room. Everybody’s excited the working week is coming to an end. The moment we mention the topic of our current research and ask our group to complete a brief questionnaire, several delegates inevitably begin humming the popular 1967 tune: “R-E-S-P-E-C-T / Find out what it means to me”.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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